easyMarkets is used by many traders all over the world. Meanwhile, the support center will provide solutions to traders’ concerns and troubles, so please make use of it. Our support center supports many languages.
How to Contact easyMarkets
The following are general contact methods for contacting easyMarkets (for overseas FX brokers).
📞 1. Contact Us by Email
Depending on the nature of your inquiry, contact one of the following email addresses:
📩 Customer Support (General Support)
→ support@easymarkets.com
📩 Affiliate/Distributor Relations
→ partners@easymarketspartners.com
📩 Complaints/Compliance
→ complaints@easymarkets.com
Emails are only available in English, but even if you send an email in Japanese, they may respond using machine translation (it may take several days for a response).
💬 2. Contact Us via Live Chat
You can ask questions in real time using Live Chat in the bottom right corner of the official website or on the support page.
English is the default language, but you can also use machine translation.
📱 3. Contact Us by Phone
The easyMarkets official website provides information on the department in charge and the international phone number/contact method for general support (response times may vary depending on your region).
*Since there are few fixed phone numbers for Japan, it’s safest to check the number on the website’s “Contact” page.
🌐 4. Via the Official Support Page
You can access the inquiry form from the “Contact Support” or FAQ section of the official website. You can select the category of your issue and submit it.
💡 Tips for Inquiry
Include your account number and registered email address.
Attach a screenshot of the issue.
Japanese support is available on a case-by-case basis, and it may be quicker to speak English.
Important Points to Note When Inquiring
Below are important points to note when contacting easyMarkets.
① Provide accurate registration information.
Registered email address
Account number (if available)
Name (use the same name as your registered name)
👉 If we are unable to verify your identity, responses may be delayed or you may not receive detailed assistance.
② Be as specific as possible.
Clarifying the following will speed up your response:
When the problem occurred (date and time)
Which screen and operation caused the problem
Whether or not there was an error message
📎 Attaching a screenshot is extremely helpful.
③ Sending in English often results in a faster response.
While sending in Japanese is possible in some cases,
replies in English are often faster and more accurate.
Simple English is fine (using a translation tool is fine).
④ Be careful not to send too much personal information.
Password
Credit card number
Detailed bank information for withdrawals
❌ Never send these via email or chat.
(ID verification documents should only be uploaded using the designated secure method.)
⑤ Estimate response time.
Normally: 1-3 business days.
During busy periods or for investigations: May take several days to a week.
※For urgent inquiries, live chat is more likely to provide a prompt response.
⑥ Don’t send the same message multiple times.
Sending multiple messages within a short period of time may result in delayed response.
If you want to add a comment, it’s best to reply to the same thread with “Re:.”
⑦ Save the history of withdrawals and issues.
Chat content
Email exchanges
Transaction history/deposit/withdrawal history
👉 This will serve as important evidence in the event of an issue.
Frequently Asked Questions
Below is a list of frequently asked questions about easyMarkets, organized by frequency and purpose.
🔰 Account/Registration Inquiries
Account Opening Not Completed/Email Not Received
I don’t know how to complete identity verification (KYC)
I want to know why my submitted documents were not approved
I want to change my registration information (name, address, email address)
💰 Deposit/Withdrawal Inquiries (Most Frequently Asked)
I don’t know how to request a withdrawal
Withdrawal is stuck in “Pending” or “Processing” status
How long will a withdrawal take?
My deposit hasn’t been reflected
I want to check my deposit method/minimum deposit amount
⚠ Withdrawal-related issues
Incomplete identity verification or a different withdrawal destination than the deposit method are often the cause.
📊 Trading/Platform Related Issues
Unable to Log in to the Trading Tool
Order Not Executed/Execution Price is Incorrect
Spreads Suddenly Widened
Want to Know the Reason for a Stop Loss/Forced Liquidation
How to Use easyMarkets’ Unique Features (DealCancellation, etc.)
🧾 Bonus/Campaign Issues
Bonus Receipt Requirements
Bonus Not Applied
What Happens to a Bonus If I Withdraw
Want to Check if I’m Eligible for a Campaign
🔐 Security/Login Issues
I Forgot My Password
Two-Step Verification Isn’t Working
Suspected Unauthorized Login
Login Restrictions Have Been Applied
📄 Terms, Legal, and Compliance Related Issues
Reasons for Account Freezing/Restrictions
Checking the Terms of Use and Trading Conditions
Leverage Restrictions
Which Financial License Do You Have?
🤝 Partner/Affiliate Related Issues
How to Register as an IB/Affiliate
Commission Calculation Method and Payment Timing
Is My Referral Link Correctly Registered?
🛠 Technical issues
Website or app not displaying
Charts are frozen or lagging
Error messages appear
Response after Inquiry
Below is a chronological summary of the general process and points to note after contacting easyMarkets.
① You will receive an automated response email.
You will receive a confirmation email (with a ticket number) immediately after your inquiry or within a few hours.
If you don’t receive it, be sure to check your spam folder.
📌 This ticket number is important for future correspondence.
② Initial response from a representative.
Estimated response time: 1-3 business days.
Example content:
Request for additional information
Contact while checking the status
Guidance on FAQs and manuals
👉 If additional information is requested, responding promptly and in the same thread will expedite the response.
③ Investigation and Verification Phase (if necessary)
The following cases may take longer:
Withdrawal issues
Execution/pricing issues
Account restrictions/security issues
⏳ It may take several days to a week.
④ Resolution/Completion Notification
Once the issue is resolved, you will receive a notification stating that the issue has been resolved or that the matter has been resolved.
If the issue is related to a withdrawal, it is important to check the funds until they are actually received.
Things to keep in mind after making an inquiry
✔ Reply in the same email thread
Do not create a new inquiry
The standard is to reply with “Re:”
✔ Follow up at the appropriate time
Guideline:
Follow up only if there is no reply within 3 business days
Daily reminders can be counterproductive
✔ Chat may be switched to email
Consult via live chat →
Further investigations are often escalated to email
Keep chat history
✔ Always keep evidence and history
Full email text
Chat log
Transaction history/deposit/withdrawal history
Screenshots
👉 Useful for preventing future issues and when making further inquiries.
What to do if the response is slow or the issue is not resolved
Send a polite follow-up email
Contact the “ticket number” via live chat
Review the terms and FAQ
As a last resort, contact the complaints desk
You can open an account for free
EasyMarkets allows you to open an account for free. There is no risk, so if you are interested, please open an account. Create a profile by entering your postal code, prefecture, address, etc. You can activate and approve your real account by submitting and uploading your ID such as a passport. You can also open it from your smartphone. You can trade once your My Page is opened.
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